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Engagement Insight
The customer experience sector is entering a period defined by service transformation, technological acceleration, and rising consumer expectations. This edition highlights initiatives that show how organisations are strengthening their strategies to deliver more responsive, intelligent, and connected experiences. First, the 'Bank of Ireland wins CX Champion at the recently concluded Irish CX Impact Awards 2025’ reflects the high standard of customer leadership emerging across Ireland. That recognition sets the momentum for the 2026 awards, highlighting the sector’s commitment to customer-centric innovation. In addition, 'Volkswagen consolidates and upgrades Northern Ireland dealerships’ showcases how strategic investment can elevate retail experience and service delivery. The dealership transformation underscores how physical environments remain vital to customer trust and brand consistency. Lastly, 'Tata Communications acquires majority stake in Commotion to enhance AI capabilities’ highlights the expanding role of AI in predicting customer needs. The acquisition demonstrates how advanced intelligence is reshaping engagement models across global markets. These stories illustrate a sector embracing innovation, experience-led strategy, and technology-driven progress. Organisations moving in this direction are well positioned to deliver resilient, future-ready customer outcomes.
Bank of Ireland wins CX Champion at the 2025 Irish CX Impact Awards
Bank of Ireland was recognised as CX Champion at the recently concluded 2025 Irish CX Impact Awards. Its achievements in customer experience set a benchmark for excellence, shaping the agenda for Ireland’s 2026 CX innovators.
Keanes Jewellers expands Limerick store with new jobs and workshops
Keanes Jewellers has expanded its Limerick store, nearly tripling retail space, adding 10 new jobs, and introducing modern workshops, boardrooms, and enhanced customer and staff facilities, reinforcing its commitment to quality.
Kapture CX hosts inaugural CXclusive Series on Agentic AI in customer experience
Kapture CX launches CXclusive Series, exploring Agentic AI in customer experience, empowering enterprises with intelligent, autonomous, and empathetic support solutions.
Tata Communications acquires majority stake in Commotion to enhance AI capabilities
Tata Communications acquires 51% of AI-driven SaaS provider Commotion, enhancing its Digital Fabric and Kaleyra suite to deliver omnichannel, predictive, and generative AI-powered customer experiences globally.
Ryanair partners with CarTrawler to enhance car rental offerings
CarTrawler partners with Ryanair to provide exclusive car rental options through its Connect Platform, delivering seamless booking, competitive rates, and enhanced travel experience for millions of passengers worldwide.
Volkswagen consolidates and upgrades Northern Ireland dealerships
Volkswagen Group consolidates and upgrades Northern Ireland dealerships, introducing shared Volkswagen and Škoda sites in Belfast and Mallusk, while expanding Ballymena and Dungannon locations to enhance customer service and brand alignment.
Experience Edge
The Irish customer experience sector is advancing rapidly, driven by innovation, strategic investment, and the integration of technology with human insight. This edition showcases developments shaping the industry while offering readers a window into the forces driving growth and excellence. 'The Irish CX Impact Awards 2025 is set to celebrate Ireland’s top customer experience leaders' on 4 December 2025, highlighting the individuals and organisations transforming customer engagement. These recognitions illustrate how vision and leadership cultivate loyalty and elevate sector standards. Building on this momentum, 'SS&C Technologies establishes European wealth management hub in Dublin' expands operational capacity while reinforcing client-focused service across Europe. Lastly, 'Star Alliance advances seamless interline travel with focus on technology and human touch' showcases how innovation and personalised service converge to streamline global travel experiences. These stories convey a unifying insight: success in customer experience stems from combining strategic foresight, skilled leadership, and thoughtful integration of technology. Engaging with these developments encourages readers to recognise how the sector is evolving, adapting, and excelling in a dynamic environment.
The Irish CX Impact Awards 2025 is set to Celebrate Ireland’s Top Customer Experience Leaders
The Irish CX Impact Awards 2025 bring together Ireland’s leading customer experience professionals to celebrate innovation, dedication, and outstanding achievements. Stay tuned to see who will take home the top honours in shaping the nation’s customer experience landscape.
Durst opens Customer Experience Center in South Korea to showcase printing solutions
Durst opens its Customer Experience Center in Gwangju, South Korea, offering APAC label, packaging, and wide-format printers live demonstrations of Tau RSCi, Durst-Omet KJet, and P5 350 HS systems.
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